Job Description

GCI's Business Process Strategist will drive efficiency, process improvement, measurable cost savings, and enhanced customer and employee experiences across the CTO organization by identifying, prioritizing, and tracking continuous improvement initiatives. Partner with cross-functional teams to gather business requirements, analyze processes, and ensure system and process enhancements align with operational needs. Collaborate closely with business leaders to represent operational perspectives during system design, upgrades, and implementations. Provide subject matter expertise and data-driven insights to influence scalable, technology-enabled solutions and project outcomes aligned with company goals. ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:
Process Improvement, Transformation & Systems Support

• Analyze current-state processes, workflows, data structures, systems, tools, and operational practices to identify defects, inefficiencies, risk points, and opportunities for transformational change.
• Recommend measurable improvements for efficiency, accuracy, and alignment with employee and customer experience and business goals.
• Drive key performance indicators and objectives and key results of the team.
• Define and implement scalable operating models, processes, and system strategies
• Support continuous improvement initiatives and track progress metrics.
• Participate in system upgrades, enhancements, and tool evaluations by providing user-focused insights.
• Oversee system enhancement efforts, ensuring alignment between business needs and solutions.
• Lead change efforts and execute assigned improvement and system support tasks within agreed timeframes.
• Ensure realized business value (efficiency, financial impact, experience improvements).

Requirements, Process Design & Solution Development

• Document workflows, stakeholder impacts, use cases, business requirements, and process dependencies.
• Create or support system requirement documentation for changes involving new systems, enhancements to existing systems, or Agile-driven change execution, ensuring requirements are clearly understood by technical and business stakeholders.
• Translate business needs into functional, measurable requirements for system and process changes that support clear decision-making, future-state design, and sustainable execution.
• Ensure alignment between business stakeholders and technical teams (Agile or traditional delivery).
• Maintain accurate documentation (process flows, requirements, change logs).
• Support project teams with workflow mapping and documentation.
• Prepare training materials and user support documentation.

Discovery, Business Analysis & Problem Solving

• Analyze data from multiple sources to isolate root causes, define measurable business problems, and translate findings into actionable recommendations aligned to company strategy, employee and customer experience, financial goals, and operational priorities.
• Partner with change sponsors, leadership, practitioners, and process owners to define the purpose, scope, objectives, expected outcomes, and success measures for change initiative.
• Document business needs and contribute to defining problem statements and potential solutions into clear, actionable recommendations.
• Translate findings aligned with strategy and financial goals.
• Ensure recommendations and implementation plans consider enterprise goals, customer impact, compliance requirements, risk, resource capacity, stakeholder readiness, and long-term sustainability

Change Leadership, Stakeholder Engagement & Delivery

• Influence and align stakeholder engagement, communication, coordination activities, defining initiative scope, outcomes, and measurable success measures.
• Identify and manage anticipated resistance to change by supporting communication, training, stakeholder readiness, and adoption activities that improve understanding and engagement.
• Act as a liaison between technical teams and business stakeholders to support clarity and alignment.
• Lead change management training, adoption, and change readiness activities, encouraging teams to make small, meaningful improvements that scale over time.
• Create data-driven presentations, summaries, and executive-ready materials that communicate issues, findings, priorities, and recommendations in a clear and practical manner for diverse audiences.
• Contribute to project planning and support cross-functional team coordination
• Provide subject matter expert (SME) support, enterprise standards, templates, and best-practice guidance in assigned areas.

COMPETENCIES:

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
  • Strong cross functional collaboration skills, with the ability to work effectively with stakeholders and build relationships that support key priorities.
  • Ability to build trust and credibility through transparent communication, collaborative problem solving, reliable execution, and a commitment to helping teams understand both the "why" and "how" of change.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • Excellent verbal, written, and digital communication skills, with demonstrated persuasiveness and the ability to influence diverse audiences.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
  • Strong organizational change management capability, including stakeholder analysis, readiness planning, communication planning, resistance management, adoption support, and reinforcement strategies.
  • Process improvement and continuous improvement mindset, with the ability to identify waste, defects, handoff issues, control gaps, and opportunities for simplification or automation.
  • Analytical problem-solving skills, including root-cause analysis, data interpretation, KPI development, opportunity sizing, and translation of findings into actionable recommendations.
  • Process mapping and workflow documentation skills, with the ability to clearly represent current-state, future-state, dependencies, decision points, roles, and handoffs.
  • Creative and adaptive issue resolution skills, applying innovative approaches when addressing challenges.
  • Proficient in reporting, tracking, and analytical tools used to monitor program performance and budget adherence.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.

Additional Job Requirements:

This is an intermediate level position within the discipline demonstrating broad knowledge and proficiency in areas of responsibility. Performs moderately complex tasks and job duties, receiving general instruction on routine work and new assignments. Works under moderate supervision with latitude for independent judgment. Supports higher level staff in implementing more complex projects.

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Bachelor's degree business administration, management, management information systems, or relevant field. *
• Minimum of four (4) years of experience in financial analysis, project management, change management, process improvement, or related background. *

Preferred:

• Foundational knowledge of business analysis, process mapping, or change management concepts.
• Six Sigma/green belt certification.
• Certified project/program management credentials.
• Telecommunications experience.
• Other relevant telecom industry or job specific certifications.

DRIVING REQUIREMENTS:

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

• Position requires the ability to travel to locations across Alaska and the lower 48.
• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
• Virtual workers must comply with remote work policies and agreements.

Travel & Regulatory Requirements:

Employees are required to have compliant identification when traveling and/or access to regulated facilities. Employees must obtain and maintain the appropriate identification and, when required, successfully participate in and maintain eligibility through applicable background checks in accordance with contractual and federal requirements within ninety (90) days of hire, or within ninety (90) days of any applicable regulatory changes.
The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.